5 Best Ways to Improve Your Customer Service Workflow Automation

Automation of customer service is essential for contact centres to operate efficiently. However, a study found that 69% of attempts at digital transformation fail to achieve their goals.

Too frequently, the individuals and the work necessary to win over the company are not given enough consideration.

The hallmarks of real customer service automation improvement are a workflow that people follow and that achieves the time, efficiency, and customer experience benefits you set out to achieve.

However, how can you tell if your automation is effective? What can you do if it isn't, and if it isn't, then?

If you want to keep clients and expand your business, you must provide outstanding customer service. Salesforce support services offer much more than the standard telephone support representative.

It's accessible through social networks, text messages, email, and the internet. Many businesses also offer self-service support, allowing clients to research solutions on their own day or night.

Salesforce support is a crucial component of the promise your business makes to its clients and involves more than just providing an answer.

Customer satisfaction should be the explicit goal of customer care, going above and beyond the customer's expectations. This result may show up in a variety of ways, from numerous long-term repeat customers to avoid negative reviews.

Putting mechanisms in place to ensure that as little as possible goes wrong, but that when it does, there is a predetermined response that makes customers think you did everything to assist, is a significant aspect of achieving this.

Best Ways to Improve Your Salesforce Customer Service and Its Workflow Automation

Try Out Your Automated Process

Verify that your automation works as intended and that it is usable by the intended users before rolling it out throughout the entire organisation. Test the workflow with a limited sample of individuals who are typical service process participants.

Include all these people in your testing. For example, if your automated workflow includes phases that require responses from middle- and back-office staff in addition to customer support representatives, include all these people in your testing.

Request opinions about the experience. This includes both long-time users of the original procedure and some staff members who are just starting out in their positions.

Finally, make sure you record and measure all process improvements, including cycle time, price, and customer improvements, that your testing shows.

Promote the Use of Automation

Give your workflow automation to everyone who would use it if your test revealed successful process improvements. For your service company to fully profit from the process, there must be widespread use of the workflow by users.

Make sure users are aware of the workflow automation and are aware of how to interact with it. Both internal stakeholders, such as front-, middle-, and back-office staff, as well as external stakeholders, including partners and customers, are affected by this.

Describe the precise enhancements that your test found. For instance, let customers know if your automation cuts the process cycle time from thirty minutes to seven.

The same holds true for factors like more chances for upselling and cross-selling. You can increase buy-in and engagement by being clear about the advantages and knowing what drives your staff.

Analyze the Outcomes of your Automated Workflow

As soon as the automated workflow is operational at scale, collect as many metrics as you can on its performance. The average time needed for the automated procedure to finish is one crucial metric.

You should also be aware of how the automated procedure will affect your customer service response times, problem resolution times, prices, and customer satisfaction ratings (CSAT).

In addition, you should track results if a new action has been automated, such as a particular self-service task. Consider comparing the number of product registrations that your clients are already doing on their own vs the number that are still being handled by your agents. Check to see if you can quantify the boost in productivity and employee happiness.

Review the Data

Compare the measurements you use for automation to the initial KPIs that prompted you to choose this process for automation. Compare the turnaround time of your simulation procedure before and after automation, for instance, if you wanted to reduce it.

Has cycle time decreased? How much more? You must determine the problem if there is little change in your process cycle time. Is the procedure still too difficult? Or has automation failed to eliminate data bottlenecks and information delays (such as lingering manual processes)?

Do this for each measure that you want to automate, such as cost, CSAT, case resolution, etc.

Analyze your adoption rates as well. You need to look at why your workers aren't using the automated workflow. The same holds true for your clients. Are clients still using the contact centre rather than the self-service portal, for instance?

Perhaps the self-service form is not accessible or not presented in a prominent location. Maybe the forms you're asking them to fill out need to be shortened since they're too complicated. You can find out what's working and what isn't by evaluating.

Fine-Tune and Modify as Necessary

A minor change, such as separating or streamlining a self-service form that is too lengthy or unnecessarily complex, can occasionally make the process even better. If user adoption is low, you might need to revisit your evangelism efforts.

More research is required if improving the process is not a straightforward solution. Exists a missing data connectivity or a problem with data integration that hasn't been resolved.

Why do users particularly struggle with adoption? It's crucial to identify precisely what is obstructing progress.

Wrapping Up

You should start investigating customer service automation tools if you see that your managers and agents are becoming overburdened with incoming calls and messages or if it's difficult for you to assess how your contact centre is doing in comparison to benchmarks.

There are various ways that AI and automations can enhance your consumers' entire experience, from automating call scheduling to providing customers with pre-populated replies to intelligent chatbots that can gather data from a variety of sources.